We appreciate that there may be circumstances that cause you to
be angry or upset and this will be taken into account when
considering whether or not actions are unacceptable. On occasions
this behaviour can make it difficult for us to deliver a service to
you and to others and to do our work.

Unreasonable behaviour

Refusing to cooperate, including specifying the details of a
complaint.

Denying or changing statements made at an earlier stage.

Making unjustified complaints about staff who are trying to
deal with the issues and requesting to have them replaced.

Aggressive or abusive behaviour

We will treat any racist or homophobic language or behaviours
as criminal and will report it to Police Scotland.

Comments described above and directed at third parties, but
which are told to us, will also not be tolerated.

Unreasonable demands

Demanding responses within an unreasonable timescale.

Insisting on seeing or speaking to a particular member of
staff.

Excessive phone calls, emails or detailed letters.

Using false names to make contact.

Large amount of correspondence received where the relevance is
not clear.

Repeatedly changing the substance of a complaint or raising
unrelated concerns.

Unreasonable persistence and contact

Failure to accept that we are unable to assist them further or
provide a level of service other than that provided already.

Persistence in disagreeing with action or decision taken.

Excessive volume and duration of calls.

Vexatious Behaviour

Where the customer tells us their aim is to cause
inconvenience, disruption, annoyance or harassment.

Requests for information the customer has already seen or clear
intention to reopen issues that have already been considered.

Responding to unacceptable behaviour

Serious incidents will be reported to Police Scotland.

We may contact the customer to explain what actions we consider
unacceptable and why, ask them to amend their behaviour, and
explain what actions we may take if they do not.

We will end telephone calls if the caller displays unacceptable
behaviour. All staff have the right to make this decision; they
will tell the caller that the behaviour or language is unacceptable
and end the call if the behaviour does not stop.

Where we have to take action we will tell the customer in
writing what action we are taking and why.

A system flag and notes will be added to that customer's online
file stating that there will be no direct contact with the
customer, detailing why and outlining contact arrangements.

We will retain any evidence of unacceptable behaviour on the
customer file.

Calls to some numbers at Hay Avenue are recorded.

If this behaviour continues we may insist that future contact
to be through a third party and not allow any contact from or to
the customer. Action to terminate a tenancy may be considered.

Right to appeal

A customer can appeal within 20 working days against a decision
to restrict contact. A senior member of staff not involved in the
original decision will consider the appeal. They will advise the
customer in writing within 5 working days that either the
restricted contact arrangements still apply or a different course
of action has been agreed. At this stage we will advise the
customer of their right to contact the Scottish Public Services
Ombudsman (SPSO) if they believe our decision to restrict contact
is unjust.

Unacceptable Actions Policy

You can request a copy of the full policy by calling
0131 657 0600 or
customer@castlerockedinvar.co.uk.